Customer Service Representative (CSR)

Customer Service Representative (CSR)

Customer Service Representative (CSR):


Our dedicated Customer Service Representative team is the key to our success!

Spot is looking for experienced CSRs to join our team. If you are passionate about providing the best care for Man’s Best Friend and capable of building client relationships while leading a team of staff, apply right now! We are a leader in pet care hospitality – join us in our mission!

As a Spot Customer Service Representative, the work you do has a direct impact on each dog’s quality of life. We offer a highly collaborative and inclusive environment that rewards those who perform well.  We are committed to helping each employee reach their full potential and building a team that puts pet parents and their dogs first.  We continue to set the standard of excellence for client service and dog care.

Job Responsibilities:

The CSR is the first point of contact with clients and makes sure that all face to face discussions, phone calls and emails are addressed in a prompt and professional manner. Our number one priority is to keep the dogs in our care healthy, safe and happy…and their parents 100% satisfied with our service.   The CSR knows each client and dog by name as well as their specific needs.  The CSR can describe any of Spot’s services at length, discuss our policies/requirements and suggest appropriate offerings for a specific client’s needs.  They will use our customized software to keep accurate reservations, print internal reports, update client records and to sell retail items.  The CSR also manages calendars to ensure on-time performance of daily transportation, dog walking, grooming and training services as well as pick-ups and drop-offs.

Performance Metrics:

  • Zero incidents with clients and their dogs
  • Client satisfaction as measured through surveys and feedback
  • Client retention and loyalty
  • Service levels (on-time service delivery, compliance with the dog care instructions of our pet parents)
  • Sales capability and meeting goals

Key Responsibilities:

  • Ensuring the health, safety, and happiness of the dogs under our care at all times.
  • Running the front desk of the store in a clean and professional manner. Accuracy is essential!
  • Building personal relationships with each of our clients to address all of their needs
  • Exceeding client expectations at all times and addressing any concerns or issues in a timely fashion
  • Educating clients on our services, policies and procedures
  • Ensuring all client interactions (face to face conversations, calls, emails) are handled professionally and accurately
  • Managing the on-time quality of our daily service delivery including our daycare, boarding, dog walking, transport, grooming, and training services
  • Making reservations and taking POS payments accurately
  • Being knowledgeable about the retail products for sale in our store, and keeping the retail displays clean and stocked with approved products
  • Cross-selling and up-selling services to our clients based on their needs and expectation

Benefits:

Our CSR’s enjoy the following benefits:

  • Paid on the Job Training
  • Discount on Spot Retail Merchandise
  • Medical, Dental, and Vision Insurance (after 90 days of full time employment)
  • Commuter Benefits Program

Job Requirements

Spot Customer Service Representative must be able to juggle a variety of responsibilities while balancing competing deadlines in a fast-paced environment. We are seeking candidates who are passionate about the wellbeing of dogs. You must possess a high degree of independent decision-making and problem-solving skills. Qualified candidates should be highly organized and pay close attention to the details that make a difference in the clients’ experience.  Other requirements of the Customer Service Representative position are:

  • Minimum of 2 years sales and/or customer care experience in the hospitality and/or service industry
  • Genuine interest in the well-being and care of dogs
  • Ability to juggle a variety of responsibilities, while balancing competing deadlines in a fast-paced environment
  • Excellent interpersonal and communication (both verbal and written) skills
  • High degree of independent decision-making and problem-solving capability
  • Strong attention to detail
  • Excellent time management and organizational skills
  • Demonstrated flexibility, adaptability, and tolerance of ambiguity
  • Ability to work a varied schedule including days, evenings weekends and holidays